Was that the Dalbello story from your fiancé? It sounds like terrible service for sure. One thing to note, I always shell check but I find heel lift itself is very dependant on small factors that a shell fit won’t show and it really comes down to what the customer says they are feeling. Even if a shell fit is very tight all around, you can still get heel lift.
Were the boots tried on prior to purchasing?
Is L9 a big chain store?
Do they have any guarantee?
Usually a guarantee is contingent on getting a custom footbed, but not always.
Unless it is a shit liner, liners always should be molded. Especially Dalbello wrap liners as they tend to be shapeless and dense right off the bat and that makes them feel terrible. But that should be up to the shop to tell you.
Sorry to hear they suck and you guys got caught by it.
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